In addition to powerful ACD capabilities, the MaxCS Call Center Suite offers a powerful set of integrated IP communications giving call center managers improved insight and better control over the performance of their call centers. MaxCS call center applications include powerful management tools to track real time queue statistics, agent performance, service level monitoring, call recording, and call monitoring.
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1. Historical Call Reporting +
MaxCS Call Center Suite provides a web-based reporting application that can generate up to 40 predefined reports, designed to provide both detail and summary views of agent and workgroup performance.
- - Comprehensive call detail reporting
- - Agent & Workgroup performance summary reports
- - Service Level reporting and analysis
- - Inbound / Outbound call summary reports
- - DNIS reporting
Support for multiple users is provided via unique login credentials, allowing each user to setup personalized queries and reports, and custom schedules for automatic report delivery. The system further supports external logging of CDR data to Microsoft SQL and 3rd party SMDR compatible applications.
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2. Real Time Performance Reporting +
MaxInSight helps improve overall call center performance with historical and real time agent and workgroup information displayed on an overhead monitor or stand alone dashboard-like application. There are more than 50 fields of real time and historical data to choose from. Information such as the current number of calls in queue, average wait time, abandon call rates, and workgroup service levels are available.
- - Real-time, easy to configure graphical display
- - Support for single and multiple workgroup views
- - >50 fields of information to pull from
- - Real-time queue activity with alerting
- - Cumulative, average, and percentage statistical analysis
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3. Call Recording and Management +
AltiGen's integrated Call Recording support provides a powerful option for accurately capturing voice conversations. The demand for call recording has increased dramatically in recent years as businesses work to improve customer service and agent productivity, address security concerns, and comply with legal requirements such as the Health Insurance Portability and Accountability Act (HIPAA), Sarbanes-Oxley, and SEC regulations.
- - Agent, Workgroup, & Trunk Recording
- - Full Time, On-Demand, Sampling
- - Call Recording to a centralized location or Voicemail
- - Dedicated application for call recording file management and reporting
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4. Integration with other Systems and Applications +
MaxCS Call Center Suite also offers a complete Software Development Kit (SDK). The most common uses of the SDK are to integrate with 3rd party PBX systems and to implement CRM screen pops. Providing a common SDK for all applications, MaxCS delivers truly simplified systems integration.